Soltura Products Inc

question 73

Multiple Choice

Soltura Products Inc. has a training program for its customer service representatives that tests trainees' abilities to interact with customers through role-playing exercises. Every time a trainee enacts a situation, he or she receives instantaneous feedback about the task and a specific type of reinforcement to either encourage or criticize their responses during the enactment. In the context of instructional strategies, this is most likely an example of _____.

• A) behavior modeling
• B) overlearning
• C) immediate confirmation
• D) active practice

---

Definitions:

Social Readjustment Rating Scale

A scale designed to measure the amount of stress in a person's life resulting from major life changes, as part of the stress and coping research.

Optimists

People who tend to maintain a positive outlook and approach life's challenges with confidence and hope.

Pessimists

Individuals who tend to see the worst aspect of things or believe that the worst will happen; a tendency to expect negative outcomes.

Stress

A state of mental or emotional strain or tension resulting from adverse or demanding circumstances.